نوع مقاله : مقاله پژوهشی
عنوان مقاله English
نویسندگان English
Service quality challenges in the Internet of Things (IoT) stem from its inherent complexity and heterogeneity. The diversity of devices, protocols, and networks makes it difficult for organizations to deliver stable, reliable, and secure IoT-based services. Unstable connectivity, latency, data loss, and security vulnerabilities further amplify risks to privacy, efficiency, and customer satisfaction. These issues become even more pressing when companies and institutions integrate IoT into their service offerings, where poor quality directly affects user trust, organizational costs, and long-term adoption. To address this gap, this study develops an integrated model for evaluating both the performance and service quality of IoT-based services at the organizational level. The model aims to improve user experience (QoE), increase efficiency through better resource utilization, and support decision-making for service providers. Methodologically, evaluation criteria were identified through a systematic literature review, refined via the Delphi method with expert consensus, and prioritized using the TOPSIS multi-criteria decision-making approach based on Critical Success Factors (CSFs). The findings highlight reliability, security and privacy, and data quality as the most influential criteria, providing both theoretical contributions and practical guidance for organizations seeking to strengthen their IoT service strategies.
کلیدواژهها English
